Categories: All - communications - management - strategies - compensation

by Felipe Murcia 5 years ago

202

SERVICE RECOVERY

Addressing service failures effectively is crucial for maintaining customer satisfaction. Companies must monitor when to implement rescue initiatives and offer compensation to rectify issues.

SERVICE RECOVERY

SERVICE RECOVERY

Very satisfied

Very unsatisfied

Data and Measure

Customer satisfaction level

Data configuration

Management

Customer expectations

Quantify how much money the company must spend to fully recover customer satisfaction losses

There are always failures in services

Check when to take rescue initiatives

Cognitive answers

Dynamic Effects

Affective answers

Long decay

Short decay

Rescue Strategies

Sorry for the failures

Communications

Compensation

Improve quality

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